Limitations

There are a number of limitations for this channel. Read them carefully.

24-hour customer service window

If a customer gets in touch with you via WhatsApp, a 24 hour window is opened. Within this time window you can freely answer the question of the customer. If the customer isn’t replying, the service window will be automatically closed after 24 hours. You will not be able to communicate with this customer via WhatsApp due to their privacy policy and until a fresh reply is received from your customer after the service window expires.

In case the ticket cannot be closed yet and in order to facilitate an ongoing conversation, automatic reminders will be sent to the customer asking them to reply and keep the service window open. They are sent 23 hours after a message is received, and can be optionally deactivated in the channel configuration.

Customer-initiated communication only

The WhatsApp channel only supports customer initiated communication. For business-initiated communication, it would be necessary to create a message template which has to be verified by Meta first which is currently not supported by Zammad.

Supported media types

Currently text messages, documents, images, audio, videos and stickers are supported.

One attachment per article

Currently, it’s only possible to attach one file per outgoing message. It has to be one of the supported media types (see above).

File size for attachments

There are different maximum file sizes for different media types. To pick the most important ones:

  • audio: 16 MB

  • document: 100 MB

  • image: 5 MB

  • video: 16 MB

  • sticker: 100/500 KB (static/animated)

To read more in detail, have a look at their documentation of supported media types.

One phone number per app

If you want to use more than one phone number, you have to create a business app for each number you want to use and add it as a separate channel in Zammad.